Franchised Guest Services Supervisor - Burlington, Canada - Marriott International, Inc

Marriott International, Inc

Verified Company

Burlington, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Number

Job Category Rooms & Guest Services Operations

Location Courtyard Burlington, 1110 Burloak Drive, Burlington, ONT, Canada

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

Additional Information:
This hotel is owned and operated by an independent franchisee, Burloak Hospitality Limited. The franchisee controls all aspects of the hotel's employment policies and practices, including the selection and hiring process.

If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

JOB SUMMARY

Opened in December 2018, the NEW Courtyard by Marriott Burlington is now looking for a dynamic Guest Services Supervisor to join our team.

The newest hotel to Burlington/Oakville features 135 guestrooms and suites with 1800 sq. ft of flexible meeting space, indoor salt-water pool, state-of-the-art fitness center and on-site Bistro Restaurant & Lounge.

As a Guest Services Supervisor, you are often the first point of contact and the first impression for our guests.

Your warm personality and work ethic will reflect how our guests perceive the hotel as they begin and end their stay.

If you are someone who wants to be part of something bigger, to be connected by our culture and driven by a passion to help others succeed, we encourage you to explore a hotel career with Courtyard by Marriott.

The Guest services Supervisor is responsible for the success of the front desk, for ensuring that guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Courtyard by Marriott standards to achieve a friendly atmosphere of superior guest service and product quality.

Display exemplary performance for staff to follow.

GUEST SERVICE

Maintains guest service as the driving philosophy of the hotel
Personally demonstrates a commitment to guest service responding promptly to guests' needs
Is committed to making every guest satisfied
Empowers front desk staff to deliver guest service by encouraging and rewarding responsive guest assistance
Meets or exceeds hotel guest satisfaction measures. (GSS Scores) and address any feedback with associates to ensure issues are addressed accordingly.
Ensures hotel standards and services contribute to the delivery of consistent exceptional guest service
Ensures all shift checklist are completed
Ensures all call backs are being performed
Guest services Supervisor should remain highly visible and readily available for guest at all times
Settles all credit card, guest, and accounts receivable credit disputes

FRONT DESK MANAGEMENT

Acts as manager on duty for hotel and manages front desk operations
Responsible for maximizing the selling, upselling and cross selling hotel rooms by turning prospect clients into hotel guests and increase enrollment in the Marriott Bonvoy program.
Efficiently handle any function of the front office from the reception, to guest accounting, reservations, telephones, and guest check in and out, in accordance with hotel policies and procedures
Operates the front office computer systems (FOSSE, GXP) posts all guest charges and payments incurred during the shift and balances shift totals with backup documents
Ensures new and existing front desk staff is trained in all front desk operations as per the Brand Standard Audit, including checkin/checkout procedures, telephone procedures, hotel amenities and computer systems
Ensures front desk staff is trained in and follows financial control procedures for cash, voucher, inventories and receivables
Always demonstrates selfconfidence, energy and enthusiasm
Responsible for continuous training/personal development, relating professional hospitality, technical skills and proactive approaches to solve guests or hotel concerns
Ensures front desk supplies are fully stocked
Maintains cashier float as supplied, and prepares cash deposits
Ensures all front desk shifts and night audit shifts are filled

SAFETY AND SECURITY MANAGEMENT

Is able to be composed and react swiftly in emergency, follow protocol, and ensures guest safety while delivering exceptional guest service.
Accurately registers all guests arriving at the hotel in compliance with the credit and identification policy
Assists the Assistant General Manager/Front Office Manager in recognizing and correcting potential safety hazards (broken doors, fire hazards, etc.)
Understands, follows, and assists with policies and procedures for the hotel's key control system

GENERAL DUTIES EXPECTATIONS

Maintain communications with all departments in order to deal with early checkins, late checkouts, day rooms, unexpected departures, stayovers, and room changes (as necessary)
Maintains a professional appearance and demeanor in all situations dealing with fellow employees, guests and clients.
Manages time effectively to accomplish all de